ECE & MEA Customer Support Service Line Manager

Description -

At HP we believe technology should make life better for everyone everywhere. As a global leader in personal computing printing and solutions HP operates in over 170 countries combining innovation sustainability and customer centricity to deliver meaningful impact at scale. Our success is built on empowered people strong values and a relentless focus on customer experience.

The Customer Support Field & Channel organization plays a critical role in delivering HPs customer promise. We operate at the intersection of field service providers channel partners supply chain and commercial teams ensuring contractual commitments and service levels are met in complex and diverse market environments.

Within this organization the ECE & MEA regions stand out for their diversity operational challenges and strategic importancerequiring strong governance stakeholder alignment and datadriven Service Level Management.

The Service Level Manager (SLM) is accountable for endtoend service performance at country / cluster level ensuring delivery meets agreed service levels customer experience speed and efficiency targets. He acts as a trusted performance advisor to the Country Support Manager (CSM) driving datadriven insights corrective actions and continuous improvement across Field & Channel delivery.

The role requires strong digital and analytical skills to rapidly consolidate analyze and interpret service data across multiple systems and countries. Comfort with dashboards automation and data visualization is key to turning complexity into clear insights enabling faster decisionmaking and proactive service management in a highly dynamic environment.

This is a highimpact role offering strong visibility regional exposure and the opportunity to shape how HP delivers service in some of its most dynamic markets.

Why Join Us

• Work in a panregional role with real ownership and influence
• Develop deep expertise in Service Level Management in complex multicultural environments
• Be part of a collaborative supportive and highly engaged EMEA Customer Support community
• Grow your career at HP while making a tangible difference for customers and markets

Key Accountabilities

1. Service Performance Monitoring & Analysis

• Support the monitoring of country/geo service performance across contractual transactional and channel operations.
• Track key service metrics including Customer Experience (CX) sNPS speed efficiency and operational KPIs.
• Assist in identifying performance trends risks and areas requiring attention.
• Contribute to performance analysis by leveraging dashboards and reporting tools.

2. Reporting & Governance Support

• Prepare and maintain regular service performance reports and dashboards.
• Support governance meetings by gathering data creating presentations and documenting actions.
• Help ensure reporting accuracy and consistency across stakeholders.
• Track follow-up actions and support decision-making processes.

3. Cross-Functional Collaboration

• Work closely with Call Center Operations Supply Chain Quality and Field & Channel teams to support performance initiatives.
• Assist in collecting data and coordinating activities related to service performance improvements.
• Build strong working relationships with internal stakeholders.

4. Continuous Improvement & Corrective Actions

• Support the implementation and tracking of Corrective Action Plans
• Assist in identifying process improvement opportunities and operational efficiencies.
• Contribute to transformation and continuous improvement initiatives.
• Follow up on improvement actions and report progress.

5. Escalation & Issue Support

• Contribute to the analysis of service-related issues and escalations.
• Gather facts and data to support root cause investigations.
• Help prepare status updates and performance summaries for management.
• Support recovery actions until issues are resolved.

6. Digital & Analytics Enablement

• Utilize reporting tools dashboards and analytics solutions to support performance management.
• Leverage Copilot AI and automation tools to improve reporting efficiency and insight generation.
• Contribute to the adoption of standard analytics and digital practices within the organization.

Required Skills & Competencies

Core Capabilities

• Analytical mindset with the ability to interpret data and identify trends.
• Strong attention to detail and data accuracy.
• Structured problem-solving skills.
• Interest in customer service and operational performance.

Collaboration & Communication

• Strong teamwork and collaboration skills.
• Good written and verbal communication abilities.
• Ability to work effectively with multiple stakeholders.
• Organized and capable of managing multiple priorities.

Technical & Business Knowledge

• Basic understanding of service delivery operations or customer support environments.
• Familiarity with Excel Power BI or reporting tools.
• Interest in data analytics automation and AI technologies.
• Knowledge of Copilot or AI-based productivity tools.

Preferred Qualifications

• Bachelors degree in Business Operations Supply Chain Engineering Data Analytics or a related field.
• 14 years of experience in service operations performance management business analysis customer support or a similar role.
• Experience with reporting dashboards or KPI tracking is desirable.
• Exposure to project coordination or continuous improvement initiatives is an advantage.

What we offer

• A truly international experience: Work in a global organization with colleagues from 60 nationalities collaborating across cultures and geographies.
• Continuous growth & career development: Multiple internal mobility and career opportunities supported by HPs learning platform to keep growing your skills.
• Competitivebenefits package including:
  • Hybrid work model (home office / office) depending on the role/functions
  • Health & Life insurance
  • Ticket Restaurant Vouchers or lunch at reduced prices at our canteen
  • Flexible working hours to support worklife balance
  • HP Flex Program: Kindergarten vouchers & Transport Card
  • Exclusive HP products offers and discounts for employeesfriendsand family

• Inclusion & belonging at the core: Join our global employee networks such as Women Pride Inclusion NextGen Sustainability &DisAbility with opportunities to get involved locally.
• Give back to the community: Participate in volunteering initiatives or join our annual HP Charity Day held onsite.
• Stay active & energized: Access our sports center (indoor & outdoor) with 25 coordinated activities.
• Onsite medical services: Doctor and medical team available for annual checkups nutrition oral hygiene physiotherapy and general health.
• Creativity & innovation: Enjoy our Printing Happy Hourfrom photos to large postersandhandsonworkshops using the latest printing technologies from wall covers to 3D printing.
• Easy commuting: Free parking available or excellent access via nearby train services.
• Women Network initiatives: Networking events STEM promotion business acumen talks worklife balance sessions andfutureskillsdevelopment.

Entity: Sales & Services

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Equal Opportunity Employer (EEO) -

HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information review HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal